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Northampton Health Department and Quabbin Health District (MA)

QI Techniques: Root Cause Analysis, Process MappingProject Overview: The Northampton Health Department (NHD) and the Quabbin Health District (QHD) serve two small communities in Massachusetts. NHD and QHD acted together as a beta test site for the Public Health Accreditation Board’s (PHAB’s) voluntary national accreditation program in 2010. As part of the beta test process, sites completed a QI project to address an area identified through their self-assessment. Their joint goal was to address citizen complaints about environmental health issues by consistently obtaining customer satisfaction data and educating consumers about LHD functions.